Customer Operations
Pillar 9 · Implementation A structured review of onboarding, lifecycle management and expansion readiness.
What is inside this module
- Assessment of onboarding consistency and clarity
- Analysis of lifecycle management and risk monitoring
- Review of value realisation and success planning
- Exploration of expansion readiness and triggers
Price: €149 per module
Capabilities assessed
- Structure and clarity of onboarding processes
- Definition of health metrics and alerting
- Quality of QBRs and customer communication
- Coordination with sales, support and product
- Mechanics of renewal and expansion motions
Common failure patterns
- Onboarding without clear success criteria
- Health tracked manually instead of systematically
- QBRs that do not drive action or insight
- Misalignment between CS, sales and product
- Expansion conversations starting too late
Impact on the GTM system
- Higher retention and more stable revenue
- Improved customer experience and outcomes
- Stronger expansion pipeline and growth potential
- Better alignment across the customer lifecycle